An exploration of servicescapes’ exclusion and coping strategies of consumers with “hidden” auditory disorders

Anthony Beudaert (), Hélène Gorge () and Maud Herbert ()
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Anthony Beudaert: IREGE - Institut de Recherche en Gestion et en Economie - USMB [Université de Savoie] [Université de Chambéry] - Université Savoie Mont Blanc
Hélène Gorge: LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille
Maud Herbert: LSMRC - Lille School of Management Research Center - ULR 4112 - SKEMA Business School - Université de Lille

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Abstract: Purpose The purpose of this study is both to explore how people with "hidden" auditory disorders experience exclusion in servicescapes and to unfold the coping strategies they set up to deal with it. Design/methodology/approach Findings from 15 semi-structured interviews and participant observations with individuals suffering from auditory disorders are presented through the paper. Findings The findings indicate that individuals with auditory disorders deploy three types of coping strategies when exposed to sensory overload in servicescapes: choosing between physical servicescapes, opting for electronic devices and e-servicescapes and delegating shopping to relatives. Practical implications The study underlines how, through temporary or permanent modifications of servicescape cues, service providers give consumers opportunities to bypass situations involving sensory overload. Implications for e-servicescapes and public policy are also raised. Originality/value The findings reveal how the coping strategies used by individuals with auditory disorders contribute to their exclusion from the marketplace on the basis of both individual characteristics and types of servicescapes.

Keywords: Exclusion; Servicescapes; Coping strategies; Disabled consumers (search for similar items in EconPapers)
Date: 2017-07-10
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Published in Journal of Services Marketing, 2017, 31 (4/5), pp.326-338. ⟨10.1108/JSM-06-2016-0247⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04213031

DOI: 10.1108/JSM-06-2016-0247

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